The player from Italy faced issues with withdrawing over €3,000 from two online casinos, VegasHero and WildRobin, with a withdrawal request made on WildRobin two weeks prior. He experienced delays pending verification and sought assistance, considering filing a complaint. The issue was resolved after the player confirmed that his complaint had been marked as resolved. The Complaints Team expressed gratitude for his cooperation and offered further assistance for any future issues.
Wild Robin Casino - Player’s winnings are blocked due to verification.
Resolved
Our verdict
Case closed
Amount: €1,500
Wild Robin Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
Good evening, I'm having the same problem with two online casinos: VegasHero and WildRobin. I have more than €3,000 blocked pending some sort of verification.
A withdrawal request was made on WildRobin on October 16th. They keep responding the same way. Can you help me? Perhaps I should go to the postal police and file a complaint?
Thanks to anyone who can help me
Automatic translation:
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from Wild Robin Casino before?
- Have you completed the full KYC verification?
- What types of games did you play — slots, live casino games, or sports bets?
- Did you accumulate your winnings with or without an active bonus?
Please note that we resolve each complaint for one casino only. If you wish to investigate your case with VegasHero as well, I recommend submitting a new complaint specifically for that casino.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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4 months ago
TranslationGood morning, no, I have not received any payment.
My winnings were all without bonuses
I played the slots
What do you recommend I do? Cancel the payment and request payment by bank transfer?
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Maxdef973,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
